Heartbeat® is CGA’s proprietary methodology for providing in-depth insights on your customers’ experiences. Heartbeat® is the output of a structured customer research approach, that uses both qualitative and quantitative customer research to develop a granular level view of your customers’ experiences with your organisation.

It’s wise to have an objective understanding of your organisation’s strengths and weaknesses in customer experience maturity before embarking upon any change programme. With the help of our maturity audit tool we support you in identifying your true capabilities to ensure you’re ready to set off on your CX journey.

Helping you understand exactly how the experience feels from the customer’s point of view, CGA’s experience and journey mapping approaches provide a clear view of your customer pain points, moments of truth and service improvement opportunities.

CGA have helped a host of organisations navigate their full customer experience transformation. Combining our Heartbeat® experience mapping approach with roadmapping, culture change design, ideation and concept development, we help organisations achieve their customer experience transformation ambition.

If you are looking to increase customer loyalty and spend, you need to understand your customers’ drivers, wants and needs. Our insight and research team can provide you with detailed analysis of your customers, your competitive market position, benchmarking and future trends reports.

To continue to drive customer value into your organisation, you need to understand what your customers think of your brand and your service. CGA can help you design an active customer listening programme that embeds solicited and unsolicited feedback into the heart of your business so you can react and respond at pace.

We understand the value to be unlocked through better customer relationships, but we also understand the importance of accountability. We are hugely experienced at designing customer satisfaction measurement programmes and align these with internal business KPIs and finance targets for tracking and reporting progress.

Consistent brand experiences build trust, leading to increased customer loyalty and spend. In order to deliver these, you need to align your processes and service offering with the promises you make. CGA use established redesign techniques to align your internal processes with your experience mapping to ensure you deliver the promises you make.

Your employees are critical to the delivery of your experience, building customer loyalty and managing customer relationships. CGA can help you understand your employees’ readiness to embrace a customer agenda. We can design your employee alignment programme and guide your organisation through its successful implementation, ensuring the right attitudes, values and behaviours are developed to deliver the desired customer outcomes.

Using a purpose-designed framework and established coaching techniques, CGA can provide you with a coaching-mentoring programme that will enrich your leaders, optimising their ability to navigate the business and their teams through your customer and/or employee transformation.